DOI Customer Service Award Winners with Lynn Scarlett,
Assistant Secretary- Policy, Management and Budget and
Scott Cameron, Deputy Assistant Secretary-Performance & Management at
the Customer Service Awards Ceremony on May 5, 2003.

Lynn Scarlett, Assistant Secretary - Policy, Management and Budget, addressed the audience at the 2003 DOI Customer Service Awards Ceremony.

Scott Cameron, Deputy Assistant Secretary - Performance and Management, offered congratulations to the award winners.

The following employees received Level 2 Awards (the Secretary’s Award) in FY 2002. Recipients were honored at a ceremony on May 5, 2003, at the Main Interior Building in Washington, DC.

Bureau of Indian Affairs: George Gover

George was recognized for his leadership in meeting requirements of Public Law 102-477 (which allows tribes to develop comprehensive employment, training, education, welfare reform, child care and related service programs designed to meet the needs of tribal communities. His efforts resulted in remarkable increases in tribal participation and Congressional accolades.

Bureau of Land Management: Eugene (Oregon) District Customer Service Request Team:
Carolyn Tillery
Jill Bard
Thomas Jackson
Jay Ruegger

These employees have ensured that BLM responds to customer service requests in a timely, high quality manner by creating a web-based means for accessing more than 3,300 aerial photos for viewing and printing, serving as a model for other DOI bureaus to use the same approach.

Bureau of Reclamation: Leslie Leavitt

Leslie Leavitt is a shining star on the BOR’s Simplified Acquisitions and Small Contracts Team garnering repeated praise from customers internally and externally regarding her willingness to work quickly and earnestly to uncover viable solutions to problems and concerns.

U.S. Fish and Wildlife Service: West Tennessee National Wildlife Refuge Complex
Randy Cook, Project Leader
Don Orr
Marvin Nichols
Rob Martin
Aaron Johnson

West Tennessee National Wildlife Refuge Complex Project Leader Randy Cook and staff demonstrated the best of what can be achieved by a citizen-centered government, in support of implementing the President's Management Agenda by embracing state, academic, non-profit, and other private partners to better manage natural resources. Randy Cook and staff's visioning and working beyond the boundaries of their National Wildlife Refuges in a comprehensive, landscape-level planning effort can serve as a model for relationships with state partners and their customers, especially for benefiting wildlife and other natural resources.

Minerals Management Service: Gulf of Mexico Region (GOMR) Team
Susan Bergeron
Roberta McMahon
Mary Malouse
Althea Hall
Kevin Lenoir

The team transformed an extremely time consuming, customer-unfriendly process for delivering Bottomhole Pressure (BHP) Surveys to one that allows customers to easily access the information they need on-line when they need it.

National Park Service: Intermountain Region Personnel Team
Thelma C. Bush
Laura J. Chavers
Valerie Gluvna De Marquez
Carol Hackethal
Anita E. Hanson
Bernadean Tafoya
Carol Van Alstine
Audrey J. Wilvert
Imogene K. Anaya
Jessica Archuleta
Carol Susan Brito
Dorinda L. Catano
Delia V. Cisneros
Margaret Fresquez
Catherine J. Leach
Martin D. Lavadie
Virginia M. Ortiz
Colleen Osborne
Erlinda Sanchez
Judith K. Schnittker
Patricia Smedley
Linda L. Soto

The NPS Intermountain Personnel Team was recognized for the exceptional service it has provided to the Department in a consistently high-quality, professional, and positive manner, despite an extremely large service area that covers 8 states, 87 park units and 5,000 employees.

Jennifer Hoger

Jennifer was recognized for her critical role in providing timely advice, oversight, training, and survey analysis for more than 300 units of the National Park System related to the NPS Visitor Survey Card Project (VSC). The VSC is an annual survey used by all NPS units to systematically measure and report performance related to visitor satisfaction and visitor services. Jennifer has overseen the development of a database that makes results of the survey more readily available to NPS managers in parks and at headquarters with a view toward improving our visitor services.

Office of Surface Mining: Electronic Filing Project Team
Hagan Bush
Kathleen Cranford
Andy DeVito
JoEll Hartman
Carol Heine
Ludeen Leiter
Tracy Meeker
Allan Miller
Allan Reid
Doug Simmons
Sean Spillane
Cheryl Sylvester
Cindy Torrez
Wally Wahlstedt

The team developed a web site that coal companies use to file their quarterly Coal Reclamation Fee reports, providing an automated alternative to a paper-intensive process, which has significantly reduced processing. This website streamlines and improves the quality of a significant OSM business process.

U.S. Geological Survey: Steve Gillespie

Steve was recognized for his leadership of the USGS Customer Action Team and for his tireless work in developing more than 20 customer satisfaction surveys for USGS science programs that have provided valuable data concerning specific products and processes.

National Business Center: NBC Sculpture Garden Team:
Cleve Brown
Harry Colclough
Gordon Patrick
Quentin Parker
Dan Hine
Gary Graves
Charles Stackhouse

The team was recognized for its months of tedious work in designing and building a new sculpture garden located behind the Main Interior building’s Indian Craft Shop. These employees worked in partnership with the Indian Craft Shop and Guest Services, Inc., to transform a desolate expanse of concrete into a beautiful courtyard showcasing works of art by American Indians. This lovely cultural oasis is available to all who visit or work within the Main Interior building.

Office of the Secretary: DOI Generic Clearance Subteam
Karen Malkin, FWS
Andrew Goldsmith, BLM
Jo Ann Lauterbach, MMS
Brian Forist, NPS

Karen Malkin, Andrew Goldsmith, Jo Ann Lauterbach, and Brian Forist were commended for their hard work and initiative in obtaining OMB’s approval for a Generic Clearance on Customer Satisfaction Surveys—a resource that will be invaluable to the Department over the next three years in measuring customer satisfaction.

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